Using Freshservice

Hi, how would you implement to in general sending out notifications except for one specific requester, which is external? I saw there is “Skip new ticket email notifications” in the workflows available, but this is only for the initial mail I think

Context: I’m working on creating a purchasing request form as a service item. This is a form where a requester can fill it out for each item they want to order. Then, we take that service request as a ticket and then go into our ERP and order it. Currently, we are using it as a Google Form but I want to use Freshservice. Issue: So, see screenshot below. If they mark Yes for the last drop-down, I want to give them the opportunity to fill it out all over again for the 2nd, or 3rd, or 4th (and so-on item). Is there any way to do this without having to add every single thing over again as a dynamic section? Is there no way to copy and paste all my custom fields for item #2 and #3 and #4, and so on? 

It doesn’t seem possible to Archive or Retire Solutions - Is there a way to do this?

Hi, is there any way to schedule export Project Time Entries ? (similar to the time entrys in ticket module)at the moment there is only the option to export time entrys in project module manually.

I’m trying to build a workflow that sets a custom ticket status (“Work in Progress”) when an agent posts a reply. It seems simple enough, and I thought I had the logic right, but it just isn’t working, and I can’t figure out where I’m going wrong. Here’s what I have:Event: Reply or forward is sent, or Note added is of type Public. Can be performed by any AgentAction: Set Status as Work in ProgressApp (Slack): Post a message (to a test channel that is confirmed to work with other workflows) I have tried opening some test tickets and then replying to them, but nothing happens to the status. It just stays Open. Nothing is showing up in the Slack channel either.I tried adding a Condition that stated the ticket status must be Open, but this also did nothing, so I removed it (it wouldn’t work for this anyway, since I want the ticket status to become WIP any time an agent replies). Where am I going wrong here? 

Is there a way to kick off a second service request when a ticket is resolved via workflow? We have a group that is responsible for security group access and then it needs to go to the product group to provide access within the application. They do not want to use tasks.

On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager

Hello :) I have a case where I want to close all the related child tickets at once from the btn inside a parent Ticket.What is the best way? I have started testing with API to get all the childs: /api/v2/tickets/[id]?include=related_ticketsBut then, there is a big problem with iterating over the array of the IDs of the childs.If I have 20s childs, I am not sure how can update all of them?There is no For loop or simar to do the same action many times, or I cannot create my own function… Any thoughts, will be very thankful!

Hello all, As part of a Work Location Change Request workflow the IT Team is building for our HR Team, I am trying to generate a document (which I have done successfully) that depending on the response of a form or perhaps editing a ticket/service request field, it will only show one section of the document rather than the whole document. For example: If an employee is filling out the Work Location Change Request form and they state they are moving outside of Canada, and their work status will become Virtual, when I generate the document, I want it to only show the section of the Document that pertains to Virtual, rather than the entire document. I am getting the placeholders such as Name, Date and Location but displaying certain sections based on a form or ticket/service request field, I cannot seem to figure out.FreshService Help Desk said it’s not possible, however, the IT Tech who built the Work Location Change Request workflow managed to do it bef

Hi everyone,  Is there a way on FreshService to monitor / track how much an incident costs per agent?  Say an agent’s cost per hour is £10 and they work 30 minutes then the cost of that incident will be £5.00/ I know this is a feature in a lot of other ticketing systems but cant seem to locate it in FreshService. 

It appears that Vendors are created in the vendor list, based on software that is pulled in from a PC via the agent.  Is there a way to prevent this from happening?  Is there any efficient way to get these all removed from the vendor list? 

Just been handed the support role for Freshservice and was trying to find where you set the workflow cycle for a ticket, similar to how we have done it in Cherwell, JIRA etc.  I want the agents to just be able to click through to the next step in the workflow rather than having to select a value from the drop down every time. Was expecting to find something like this, but so far it eludes me.   

Hi, community!I would like to let the users associate tickets only with the assets that are In Use or Reserved.Any ideas how to do it? Something like not showing assets in other states in a table of assets available for association or automated error messages, when trying to associate an asset in another state? Business rule for this?

Can it be configured, that the employees would not be able to place the requests related to the systems that are currently under maintenance?

Hello, We would like to restrict agents from creating new tickets when have reached a certain threshold of tickets Unresolved in their queue.Is this something we can setup on Freshservice? Thanks.

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

 Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request.   When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into

Hi there,  we are using Freshservice for external Support Request for a little while and are getting more and more used to it. Inside my team we have some key users who will become responsible for evaluating suggestions / changes / customizations on our tool; therefore we created a dedicated agent-group where incidents may get created from anyone in the team containing any feedback.  How can I hide such “internally used” groups from the portal itself?  Just for clarification: It’s great to have the functionality on the portal to address a request directly to a certain group!We only want to hide some restricted ones… Looking forward for some ideas! Nik

Hi,We have built a service request that has an additional item attached to it (Reference Request) - please refer to the screenshot below. When the requester fills in the Candidate Name & OneTouch ID (as highlighted) we’d like the Candidate Name & OT ID field on the Reference Request (also highlighted) to be automatically populated with the same information. Can anyone suggest a workflow to achieve this? Thanks in advance. :) 

Is there any way to view all software assigned to a user?

HiOn our form for an issue submission we have a mandatory field call Location and its Data Source is Locations, however, it does not pull the submitted data through to the ticket. Any ideas please? 

Where exactly is the value of the announcement banner color?  Our current header background blends in too much with the shade of the announcement banner so looking to change it.

Hi. I need to delete the users phone number in Active Directory.I saw that in the Microsoft Active Directory - Orch there is a Function called ”Update User”. But I cannot find a way to delete or empty a value for a user.My current workaround is via PowerShell Orchestrator. But is there really no other way? 

Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one. 

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.